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EHR Support - What's included? Who are you talking with?

Our experience shows a direct correlation between a practice's implmentation/training and support experiences and their usage and satisfaction.  That shouldn't come as a surprise.  But the way some EHR companies provide those services might!

Names have been changed to protect the "innocent":

Company Lumpem EHR:  Training is provided by having new customers sit in on sales demonstrations.  Company does not provide incoming telephone support.  You must log a ticket on the Internet first and then they will call you back.

Company Self Serve EHR:  Training is provided by having customers watch canned videos.

Company USsupportEHR:  Provides support from a foreign country but you can talk to US based support if you pay an extra fee.  Telephone support is provided via a toll (not toll-free) telephone line.

 

Medical practices are complicated and so are EHRs.  The best EHRs will be intuitive but they will still require customization to meet the documentation and workflow needs of your practice.  As such, canned training rarely works.

When purchasing ask about training and support and make sure it is covered in the contract:

  • Where is the support team located?
  • Can I call for support?  When?  Is there an extra charge for after-hours?
  • How is training conducted?  On my customized system?
  • Is there a guarantee?

Asking the right questions now can help prevent you from calling "Peggy" like the Capital One commercial.

 

C. Huddle, VP, Market Development

 

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